Refund Policy

RETURN & REFUND POLICY

This Return & Refund Policy applies exclusively to purchases made through the Mayflax Online Ordering platform (app.mayflax.com).

Mayflax is committed to delivering accurate orders and providing exceptional customer service.

ELIGIBILITY & TIMEFRAMES
Customers must report product discrepancies, damages, or issues within 48 hours (2 days) of delivery receipt. Claims submitted beyond this timeframe will be declined at Mayflax’s discretion. All claims require photographic or video evidence for review.

QUALIFYING CONDITIONS FOR RETURNS/REFUNDS
Returns, exchanges, or refunds are authorized only for:

• Damaged Products: Items received with physical damage or defects
• Expired/Near-Expiry Products: Items with less than 3 months shelf life at delivery
• Incomplete Orders: Missing quantities from confirmed orders
• Incorrect Products: Items differing from order specifications
• Temperature Compromise: Cold chain items delivered outside required temperature ranges
  
  CLAIM PROCESS
  Contact Customer Support within 48 hours via:

WhatsApp: +6012-637 0575
Email: info@mayflax.com

• Provide order number, photographs/video evidence, and detailed description
• Await authorization before returning any products
• Follow specific return instructions provided by our team
  
  RETURN REQUIREMENTS
  All returned items must:
  
  
• Remain in original, unused condition and packaging
  Include all original labels, inserts, and documentation
• Be returned using Mayflax-designated courier services
• Be properly secured to prevent damage during transit
  
  CUSTOMER RESPONSIBILITIES
  Customers assume full responsibility for returned products until received at our facility. Mayflax recommends appropriate packaging and insurance for high-value returns. Lost or damaged return shipments are not eligible for compensation.
  
  RETURN ADDRESS
  Mayflax Sdn Bhd
  Returns Department
  Suite 806, 8th Floor, Block B,
  Pusat Dagangan Phileo Damansara II,
  46350 Petaling Jaya, Selangor
  Reference: Include order number on package
  
  PROCESSING & REFUND TIMELINE
  Upon receipt of returned items:

Quality inspection: 2-3 working days
Refund processing: 2-3 working days after approval
Bank processing: 7-14 working days for credit to customer account
Total estimated timeline: 11-20 working days

EXCHANGE OPTIONS
Approved exchanges are subject to:

• Equal or lesser value replacement products
• Current stock availability
• Same quality standards as original order
• Additional charges for higher-value substitutions
  
  NON-RETURNABLE ITEMS
  The following are STRICTLY NON-REFUNDABLE:
• Cold Chain Products: Including vaccines (must be rejected at delivery)
• Change of mind purchases
• Promotional items and free gifts
• Products purchased with discount vouchers or promotional codes
• Items used, opened, or not in original condition
• Custom or special-ordered products

ORDER CANCELLATIONS

By Mayflax: Orders may be cancelled due to stock unavailability with full refund within 7-14 working days

By Customer: Cancellations are NOT PERMITTED once order confirmation is issued or courier collection occurs
Pre-confirmation: Cancellations accepted only before confirmation email dispatch

DISPUTE RESOLUTION & CHARGEBACK PROTECTION
For chargeback disputes, customers must first attempt resolution through our customer service process.

Mayflax reserves the right to provide transaction documentation and delivery proof to financial institutions for dispute resolution.

REFUND METHOD
Refunds will be processed to the original payment method used for purchase. Credit card refunds may take additional processing time depending on the issuing bank.

LIMITATION OF LIABILITY
Mayflax’s liability is limited to the purchase price of the specific items in question. We are not responsible for consequential damages, lost profits, or indirect costs arising from product issues.

POLICY MODIFICATIONS
This policy may be updated periodically. Customers will be notified of significant changes via email or platform notifications. Continued use of our services constitutes acceptance of policy updates.

CUSTOMER SERVICE COMMITMENT
Our team is committed to fair and prompt resolution of all legitimate claims. For complex cases requiring additional investigation, customers will receive regular updates on claim status.